Role Summary
The Service Delivery Manager will be responsible for ensuring the smooth delivery of enterprise Infrastructure and Platform as a Service (eI(P)AAS) to the Customer. The role focuses on service governance, stakeholder engagement, SLA/KPI management, and vendor coordination rather than deep technical execution. A basic understanding of infrastructure and cloud environments is beneficial to facilitate effective communication with technical teams.
Key Responsibilities
- Oversee the delivery of eI(P)AAS services to meet agreed SLAs and KPIs.
- Act as the primary point of contact between the service provider and stakeholders.
- Lead monthly Delivery Board meetings, presenting service performance, KPI metrics, and improvement plans.
- Coordinate incident, change, and problem management processes at a governance level.
- Ensure vendor performance meets contractual obligations, escalating issues when needed.
- Facilitate communication between technical teams, business stakeholders, and third-party vendors.
- Support budget forecasting, cost tracking, and service improvement initiatives.
- Promote process standardization and adherence to agreed service management frameworks (ITIL).
Tools & Platforms (Awareness Required)
- Service Management Tools: Jira, TopDesk
- Monitoring: LogicMonitor (awareness of capabilities)
- Cloud Platforms: Microsoft Azure IAAS/PAAS (general understanding)
- Virtualization & Infrastructure: VMware, Cisco UCS (conceptual knowledge)
- Storage & Backup: NetApp, Veeam (awareness of functions)
- Collaboration with teams using SCCM/WSUS, Active Directory, DNS/DHCP
Skills & Qualifications
- Bachelor's degree in Business Administration, Information Technology, or related field.
- 5+ years of experience in IT Service Delivery, Program Management, or related roles.
- ITIL v4 Foundation certification preferred.
- Strong stakeholder management and communication skills.
- Experience managing SLAs, KPIs, and vendor performance.
- Ability to translate business requirements into actionable service improvements.
- Basic understanding of IT infrastructure and cloud concepts to liaise effectively with technical teams.
